Client Manager
- RRD
- 8 - 10 years
- Chennai
- 2 months ago
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Job Description
Position Description: Act as a vital link between the client and the operations team. Attend client calls, interact with clients frequently and communicate feedback to the operations team. Control cost through effective utilization of personnel, materials and equipment. Recognize performance and behavioral problems in team and act proactively to ensure productivity is unhampered. Contribute in the preparation of the team Profit and Loss statement on a monthly basis
Essential Qualifications: Graduate / MBA / Post Graduate Diploma
Technical Qualifications: Working knowledge of MS Office Suite
Experience: Minimum of 4 years of work experience, of which at least 2 years in a supervisory role.
Organization Structure: Report to the Operations Account Manager / Associate Operations Account Manager
Work Schedule: Required to work in flexible schedule during day, night and weekend shifts
Description of Responsibility
Client Management:
- Single point contact for the client and the senior management for a specific shift
- Interface with clients frequently and maintain an excellent relationship with them
Project Management
- Oversee and coordinate the day-to-day shift activities
- Ensure accuracy is maintained in jobs submitted to clients
- Set-up work, shift schedules, evaluate recommended software and deal with and report any problems that may arise
- Responsible for quality and timely completion of all projects
- Delegate and manage production capacity on the shift
- Constant interaction with AOAM/ OAM / QM on any issues in the shift
Team Management
- Manage a team of document specialists, proofreaders and quality control specialists
- Develop strong inter-personal relationships with the team
- Coach, counsel, train team members
- Develop an environment that provides motivation and development opportunities for the team
- Introduce initiatives for team development
- Support and develop direct reports in their work
- Recognize and reward performance and ensure welfare measures are carried out
Management Information Systems
- Responsible for tracking shift utilization, capacity, accuracy of projects, attendance, training, productivity, deadline adherence and quality, etc.
- Track training and Adherence
Security Management
- Responsible for adherence to security norms including print security and physical access procedures in the team
- Ensure appropriate security for all desktops, printers and any other IT equipment used by the team
- Responsible for ensuring all members of the team go through security and compliance awareness programs as per policy
Competencies Required
- Customer Service Orientation
- Inter-cultural Competence / Diversity
- Excellent Communication skills
- People Management Skills
- Conflict Management
- Team Effectiveness
- Change Management
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: RRDLocation(s): Chennai
Keyskills: Client Management Account Management
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